UCC Coffee, the leading total coffee solution provider, is using Aeromark’s real-time multi-lingual Service Management platform to deliver fast, effective service to its customers.
UCC Coffee Total Coffee Solution
The company provides a market leading Total Coffee Solution to some of the industry’s leading foodservice, hospitality and retail companies including restaurants, pubs, QSR, contract caterers and grocery multiples. In the UK, a team of more than 160 specialist coffee engineers, use smart-tech to look after all aspects of commercial coffee machine care; from full-service maintenance to reactive callouts.
UCC Coffee’s customers rely on the company both for exceptional coffee quality, consistency and to ensure their equipment is always available; any downtime must be resolved in the fastest possible time. Using Aeromark’s real-time service management platform has enabled UCC Coffee’s operations team to achieve a consistently high first-time fix rate. UCC coffee has also recently extended its service capability to manage planned and reactive maintenance for its pan-European customers.
The Multilingual Solution
Using dynamic, automated multilingual workflows, Aeromark’s real-time, multi-lingual Service Management platform enables companies to manage the unique challenges of operating a field service workforce across multiple regions while delivering the best possible service, regardless of location.
The service request lifecycle is streamlined from start to resolution; providing complete visibility and a full audit trail of customers’ equipment, service history, stock consumption and engineers performance. Uniquely, once a service call is scheduled for a European location all job information is automatically translated to the engineer’s local language.
UCC Coffee’s service centre receives requests via phone, email and self-service portal forming the work queue from which planners quickly and easily create service team schedules using multiple scheduling options.
Schedules are optimised to real-time, providing planners with a visual view of the status of jobs as the day progresses. They can see at a glance when service calls are completed quicker than expected and can add additional calls to an engineer’s day. Equally, if jobs overrun, work can be reallocated to other engineers, ensuring customer service levels are met and service efficiency is maximised.
Intelligent workflow translation automatically moves jobs designated for engineers in European locations to the relevant language workflow with job details, job sheets and related forms presented to engineers in their local language; streamlining and standardising service delivery.
“Aeromark’s software gives us control and visibility of our service operation enabling us to exceed our customers’ expectations, in the UK and Europe, while increasing efficiency. It underpins the productivity of our operations and the service we provide to our customers.”
Elaine Swift, Regional Director (Northern Europe), UCC Coffee
Information and costs applied to the job, including usage of parts and engineers’ time on site, is automatically translated back to English and passed to the UK workflow and billing system for invoicing.
Customers of UCC Coffee can also submit service requests directly into UCC Coffee’s work queue, via a portal; giving the customer unparalleled visibility and control and increasing the efficiency of the service supply chain. A true example of a service ecosystem and partnerships powered by technology.
